Customer Service Training Offerings
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Jeff Cardell, Director
2600 Fresno Street
Room 1030
(559) 621-6950
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CUSTOMER-DRIVEN SERVICE (In PeopleSoft: CDSE)

These two-hour workshops are unique in that they examine Customer Service from two different perspectives: from that of the employees who are working directly with customers and from the supervisors and managers who are leading those customer-focused teams. Both sets of participants will learn how to evaluate their approach toward customer service and their attitudes toward customers, meet and exceed their customers' expectations for service, set goals of 100% customer satisfaction, and turn customer feedback into growth opportunities. 

For more detail on when this training is offered, please visit PeopleSoft Self-Service.

CUSTOMER SERVICE THE DISNEY WAY (In PeopleSoft:  DISNEY)

This two-hour workshop is based on Thomas Connellan's book Inside the Magic Kingdom: 7 Keys to Success. Disney is known for its awesome dedication to Customer Service and this training provides real examples from the Disney Parks to bring those 7 Customer Service lessons to life. 

For more detail on when this training is offered, please visit PeopleSoft Self-Service.

DEALING WITH DIFFICULT CUSTOMERS (In PeopleSoft:  CS002)


This two hour interactive workshop focuses on how to identify our strengths and weaknesses when interacting with difficult customers, how to develop strategies for anticipating the needs of our customers, and how to develop methods to better information gather and problem solve

For more detail on when this training is offered, please visit PeopleSoft Self-Service.

TELEPHONE AND EMAIL COMMUNICATION DO'S AND DON'TS (In PeopleSoft:  TELEM)


This two-hour workshop covers the suggested City of Fresno standards for answering and transferring telephone calls as well as suggestions for fine-tuning our listening and verbal communication skills. It also addresses crucial facets of email communication such as being concise, being aware of the tone of your email, maintaining professionalism when frustrated or angry, and using correct grammar and spelling.

For more detail on when this training is offered, please visit PeopleSoft Self-Service.